Vikas Patel

Background

About Vikas Patel

I am a seasoned IT professional with 7 years of experience in technical support, incident management, and IT service delivery. My expertise spans Passenger Service Systems (PSS), Navitaire systems, and IT operations, where I have consistently driven process optimization, minimized downtime, and enhanced system performance. Key Expertise: Passenger Service Systems (PSS): Advanced proficiency in PSS and Navitaire, ensuring seamless system availability and business continuity within the airline industry. Incident & Problem Management: Expertise in resolving P1-P3 incidents using tools like ServiceNow, BMC Remedy, and Jira while maintaining SLA compliance and coordinating across global teams. Leadership & Collaboration: Proven ability to lead teams, manage escalations, and foster cross-functional collaboration to achieve operational excellence. Data Analysis & Reporting: Skilled in advanced Excel, pivot tables, and MIS reporting to generate actionable insights and support strategic decision-making. Systems Monitoring & Networking: Proficient in networking protocols (TCP/IP, DNS, DHCP) and system monitoring tools like Grafana to maintain optimal IT performance. Professional Experience: Senior Associate HRIS – Publicis Re:Sources (Jan 2025–Present): Driving operational excellence and efficiency in HRIS systems for the marketing and advertising industry. Streamlining workflows and ensuring system stability to align with organizational objectives. Consultant Client – IGT Solutions (May 2024–Dec 2024): Successfully resolved 95% of P1-P3 incidents within SLA, optimizing IT service delivery for the airline domain. Provided actionable insights through detailed MIS reporting and enhanced system performance. Associate Engineer – IndiGo (2022–2024): Delivered IT support for 500+ users, achieving a 30% reduction in ticket resolution time. Led a 20-member team, managed back-office systems, and developed data-driven reports for improved operations. Desktop Support Engineer – Shubham Telecom (2018–2022): Reduced system downtime by 25% through efficient troubleshooting and proactive support. Enhanced inventory management and logistics with tailored MIS reports. Core Values: I am committed to continuous improvement, teamwork, and delivering measurable results through data-driven strategies. With expertise in incident management, IT operations, and leadership, I strive to drive efficiency and contribute strategic value to organizational success.